I am a versatile professional with experience spanning real-time analytics, customer service, system testing, and systems engineering. Currently, as a Real-Time Analyst, I monitor operational performance, analyze real-time data, and ensure service levels are met while collaborating with cross-functional teams to optimize workforce efficiency. My previous role as a Subject Matter Expert (SME) in the BPO industry involved training and mentoring customer service agents, improving processes, and handling escalations. I also have a solid foundation in customer service, having worked as a Customer Service Agent, where I managed inquiries, resolved issues, and ensured high levels of customer satisfaction.
Earlier in my career, I worked as a System Test Engineer, where I designed and executed test plans, identified bugs, and collaborated with development teams to ensure system quality. My career began as a Systems Engineer, responsible for designing, implementing, and maintaining IT infrastructure, ensuring system performance, and handling troubleshooting and security tasks. With a diverse background in both technical and client-facing roles, I bring a well-rounded skill set to any team, focused on continuous improvement and operational excellence.
